Expect poor service, get worse!!!

<p>Had the missfortune of a Cellphone that I purchased stop working on me.</p> <p> </p> <p>MTN have a 3 month replacement policy, that the handset will be replaced within the first 3 months after a 24 hour inspection.</p> <p>My handset died just under 3 months in.</p> <p>Went to MTN Umhlanga first thing in the morning and was greeted with a nice, cold, stern twisting of their heads notioning me to come over to him on their counter.</p> <p>This fun individual told me that I would have to wait up to 7 days before they would send it to their repair center themselves... OR I could just take it there myself and have a response in 24 hours.</p> <p> </p> <p>Needless to say that I am unaware of any business person that can wait 7 days without a phone!</p> <p>So I took the handset to their repair center in Riverhorse Valley.</p> <p> </p> <p>WOW this is where MTN customer service training really held them in high stature...</p> <p>A desk clerk - Rebone - was on her cellphone when I walked in, then I got that same signiture head notion that greeted me in the store. Boy did she look happy to see me!!! I felt so welcome!!!</p> <p>Anyway, Rebone proceded to grill me about the fact that the charger cable that I had in the box was not the original and the phone would NOT be considered for replacement only repaired.</p> <p> </p> <p>I had to drive back home to get the 'right' cable and bring it back to her.</p> <p> </p> <p>Again that nice welcoming shoulder motion and irritated expression greeted me on my return!</p> <p>I gave in the cable and was told that I would have a response in 24 hours....</p> <p> </p> <p>On leaving I suggested that Rebone try a new approach in dealing with customers, try smiling, nothing more than a free smile...</p> <p>She s******ed at this and directed me to the door.</p> <p> </p> <p>It's been 3 weeks now and I am still waiting for feedback.</p> <p> </p> <p>MTN if I can offer you some advise: Customers that have trouble with their handsets are going to be calling in at your premises upset. Their communication device is their link to their businesses and social lives, now this is damaged and the unknown kicks in. How long is this going to take, do I need to just purchase a cheap back-up devise?</p> <p>Those are some the questions that should be pre-answered....</p> <p>Then, this is the pearl - Teach your staff to smile, it's free, it's lifts their spirits and calms the recipient too!!!</p>